About the Customer

A leading global professional services and digital transformation company with 90,000+ employees worldwide support large enterprises across industries by combining digital, analytics, and operational excellence. The organization operates large-scale global IT service environments that support a highly distributed workforce.

The Challenge

When the COVID-19 pandemic forced organizations to rapidly shift to remote work, the company experienced an unexpected surge in IT service requests and support tickets.

Within weeks, the IT service desk began facing:

1. 100% increase in IT support workload
2. High dependency on manual ticket handling
3. Risk of delayed resolution and employee productivity loss
4. Pressure to scale operations without increasing headcount

The traditional service desk model was not built to handle such sudden spikes in demand. The organization needed a scalable automation framework that could maintain service levels while managing significantly higher ticket volumes.

The Solution

The company implemented AutomationEdge IT Process Automation (ITPA) to automate repetitive IT service desk and infrastructure management tasks.

Automation bots were deployed to orchestrate processes across multiple enterprise systems and IT tools, enabling end-to-end automation of service requests and operational workflows.

Key automation areas included IT Operations, Service Desk Automation and Employee & HR Support.

The automation framework operated 24×7, ensuring continuous support and rapid request processing for a globally distributed workforce.

Conclusion

By implementing IT Process Automation, the organization transformed its service desk from a manual support model into a scalable digital operations engine.

The automation initiative not only helped the company navigate the operational challenges of the pandemic, but also established a future-ready IT support framework capable of scaling with business growth.